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Head of Trade Customer Experience

1stdibs is the world’s largest online luxury marketplace for one-of-a-kind products. It has become the go-to source for the world's leading interior designers and consumers to find antiques, vintage furniture, jewelry, vintage fashion and fine art.

Backed by Benchmark Capital, Insight Venture Partners, Index Ventures, Spark Capital and Alibaba, 1stdibs is a unique blend of expert curators and seasoned Internet executives from companies including Ebay, Gilt, Google, FreshDirect, Mlb.com, Shutterfly, and Twitter.

 

Our Trade Concierge Service team is responsible for providing exceptional customer service for our interior designers and architects who are valued members of our Trade Program. We are looking for a senior manager to drive success in our Concierge team.

The role is made for someone comfortable in a start-up environment – ready to roll up their sleeves, jump in the trenches, and do whatever it takes to succeed. Our ideal candidate will thrive in a constantly changing environment that is still scaling and evolving.

You will develop and share best practices, create a player/coach environment, ensure a strong partnership with sales, product, and marketing, and support each member of the Concierge team to meet and exceed quota. The Concierge Manager will grow the team to meet and exceed aggressive sales goals.

What you’ll do

  • Hire, develop, train, mentor, and coach trade concierge members on all sales and service aspects including pipeline management, sales and customer service skills; specific area of skills includes:  1) sales process, 2) educating designers about trade program benefits and how to use the platform, 3) processing an order on our platform and how to service any post purchase needs, 4) best practices to capture more share of wallet from existing designers
  • Identify and remove roadblocks which impact team member’s ability to meet and exceed performance goals; support will include working with other organizations within 1stdibs including Accounts Payable, Risk, Shipping and Dealer support
  • Assist in identification of and implementing strategic operational and process improvement opportunities which drive higher levels of organizational efficiency
  • Collaborate with internal departments including logistics, finance, and account management to streamline processes to ensure a smooth, seamless luxury experience for trade buyers
  • Quickly and appropriately resolve interior designer escalations
  • Coach trade concierge members to proactively resolve customer issues using problem-solving and customer service skills
  • Maintains concierge staff management by recruiting, selecting, orienting, and training employees
  • Provides regular updates to general manager, and others as needed, including requested reports
  • Create and maintain a positive and motivating high performing team culture

What you'll bring

  • 5-7 years experience in a service leadership role within an e-commerce company; including experience scaling and managing teams
  • Experience within a digital/e-commerce company and a firm understanding of the online shopping experience
  • Comfort with Salesforce or similar CRM software a plus
  • Extreme comfort in ambiguous, fast-paced environments
  • Analytical and able to make data-driven decisions
  • Well organized; able to manage multiple priorities
  • Excellent written and verbal communications skills
  • A background/interest in vintage, antiques, and decorative arts/design a plus